Annual Reports

On the Line
Annual Report FY20

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On the Line has released the annual report for the financial year 2020.

This year has been challenging for many Australians. It started with drought, floods and bushfires, and then we all had to adjust to the impact of the COVID-19 global pandemic on our daily lives. During this period, telephone and online counselling helplines have played a greater support role for those struggling with their wellbeing and mental health.

On the Line is proud that we were able to provide professional counselling and support services to over 130,000 occasions of service in the last financial year. Throughout the pandemic, our services continued to operate 24 hours a day, seven days a week.

Our key highlights from the year:

  • Provided 26 phone and online counselling and mental health services
  • Delivered 136,150 phone and online sessions
  • Secured $8.3m in new contracts
  • Grew the business by 20%
  • Increased counsellor productivity by 10%
  • Mobilised 40% of the workforce to work remotely, ensuring continuity of service.


For more details, you can download the On the Line annual report or view it online.

Want to talk about partnerships?

On the Line delivers over 20 mental health and counselling services across Australia. We operate 24 hours a day, seven days a week. Our services are delivered by professional counsellors who support clients across the mental health continuum: from low intensity to those who are high risk and have complex needs.

If you are an organisation who wants to talk to us about developing a tailored counselling service for your community, please email us at


Want to speak to a professional counsellor?

If you or someone you know needs support, please contact one of our 24/7 counselling services:

SuicideLine Victoria – 1300 651 251

MensLine Australia – 1300 78 99 78

Suicide Call Back Service – 1300 659 467

If it is an emergency, please dial 000.